Job Description

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3000 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Greece, India, Canada, Poland and Uruguay.
About the role:
We are looking for an Associate Director - CS Data & Insights to join our Customer Service leadership team. In this role, you'll serve as a strategic partner to senior stakeholders, translating complex data into actionable business strategies and recommendations.
This position is pivotal in shaping how we understand customer behavior, optimize operations, and identify opportunities to improve the customer experience while mitigating risks. You will lead our CS data teams, ensure daily operations run effectively, and drive the development of a strong data-driven culture across the organization.
You will also work closely with the Sr. Director and the CS Management team to design and execute our data strategy, integrating new data sources and ensuring we meet our contractual obligations toward our partners.
Key responsibilities:
Strategic Data & Analytics Leadership

• Contribute to the overall CS data and analytics strategy, ensuring alignment with company goals.
• Proactively identify and secure critical data sources, addressing gaps in data flows and infrastructure.
• Translate customer data into insights that guide strategic initiatives and continuous improvement.

Customer Insights & Analytics

• Partner with kay stakeholders & provide actionable insights for the customer experience (CX), based on qualitative and quantitative analysis of customer feedback and a review of relevant data.
• Develop and report on CX journey maps, influencing improvements across functions such as Product and Sales.
• Lead deep-dive analyses into CS performance areas to uncover new opportunities.

Advanced Analytics & Operational Optimization

• Apply machine learning and advanced analytics to identify efficiency gains and contact deflection opportunities.
• Oversee monitoring of CS inflow, queues, refunds, and claims to ensure operational excellence.
• Lead initiatives that improve performance, reduce risks, and enhance customer outcomes.

Reporting & Data Visualization

• Drive the creation of intuitive dashboards and automated reporting solutions.
• Ensure delivery of specialized and contractually required reporting, including reports to our B2B partner.
• Present complex data in clear, accessible ways that support daily decision-making and long-term planning.

Leadership & Cross-functional Enablement

• Manages, coaches, and mentors direct reports, fostering a culture of continuous learning, innovation, and analytical rigor.
• Champion a culture of continuous learning, innovation, and data-driven decision-making.

Requirements

• Bachelor's degree in a quantitative field (e.g., Data Science, Analytics, Statistics); Master's preferred.
• Extensive knowledge of customer data analysis, CX research, and advanced analytics (including ML).
• Strong understanding of CS metrics and data governance/security.
• Exceptional leadership, people management, and strategic thinking skills, with proven ability to lead analytical teams.
• Strong communication, presentation, and analytical abilities to translate complex data into actionable insights.
• Demonstrated ability to influence and align diverse stakeholders at all levels, from technical teams to Management teams.
• Strong technical proficiency in data analysis tools, statistical software, and building data infrastructure.
• Ability to foster a data-driven culture, manage complex projects & stakeholders, and operate effectively in a dynamic global environment.
• Minimum of 6+ years of progressive experience in data analytics within a customer service context, including 3+ years in leadership with significant data ownership responsibilities.
• Proven track record of leveraging data to improve business outcomes significantly.

Benefits
Working at Etraveli Group means working at a fast-growing company with high ambitions in becoming the number one Online travel agency worldwide. The culture at the company embraces complexity and we like to keep the entrepreneurial spirit even as we grow into being a larger company. You will have awesome colleagues with whom you will have fun solving complex problems in a fast-moving business.

• Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility!
• Growth - We believe in personal development and continuous education, thus we offer the opportunity of role-related training on tools and best practices.
• Team activities - We also like to schedule company/department/team activities and events outside the office space!
• Fun & Work: We have a relaxed & fun work environment where you can enjoy free coffee/tea, playing Carrom or table tennis.
• Health Benefits - We offer Health & Term Insurance benefits.

Skills Required